SALT LAKE CITY, May 31, 2016 /PRNewswire/ -- inContact, Inc.
(NASDAQ: SAAS), the leading provider of cloud contact center
software and agent optimization tools, today announced a national
education corporation will transition more than 400 agents from an
inflexible premises-based contact center solution to inContact
Customer Interaction Cloud. Implementing this complete cloud
solution, including optimized voice quality with inContact Voice as
a Service network connectivity, offers the necessary tools to
provide a superior customer experience for its students.
This new customer chose inContact's Customer Interaction Cloud
to provide a centrally managed and fully integrated contact center
system that will enhance functionality, reporting and scalability
to service their students at a superior level. Their need to
integrate contact center and student data, along with real time
visibility of performance, was important when searching for an
all-in-one cloud solution.
"As the costs of providing education and professional training
rise, education providers look to reduce operating costs," said
Paul Jarman, CEO at inContact.
"Replacing expensive and inflexible on-premises systems with
efficient cloud solutions will make continuing professional
education more accessible and contribute to a better educated
workforce."
The institution's past on-premises solution was a patchwork of
approximately 17 different disparate systems. inContact will
provide their new customer with a complete cloud solution to route
inbound toll-free calls, emails, chats and voicemails to agents,
regardless of the agent's location. Contact center agents are
selected based on their assigned skill set, agent availability, and
the agent's proficiency for the point of contact's skill type. The
skills based omnichannel routing functionality in the cloud will
allow the customer to gain the desired efficiencies through a
centralized and fully integrated blended inbound and outbound
solution.
For outbound communications, the institution will leverage
inContact's award-winning Personal Connection™ dialer to
increase productivity by seamlessly connecting agents with clients
by eliminating the tell-tale pause of typical legacy dialers.
Personal Connection's patented technology connects agents at the
first greeting and paves the way for better outcomes through higher
conversion rates. Callback functionality is also essential to their
outbound campaigns. inContact's Promise Keeper feature has the
ability to schedule return calls placed by incoming callers.
Reliability and efficiency are vital to the everyday effectiveness
of their recruiting efforts, as well as communicating to potential
students.
Additional Information
- Learn more about available cloud solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
inContact (NASDAQ: SAAS) is the cloud
contact center software leader, with the most complete, easiest and
most reliable solution to help organizations achieve their customer
experience goals. inContact continuously innovates in the cloud and
is the only provider to offer a complete solution that includes the
customer interaction cloud, an expert service model and the
broadest partner ecosystem. Recognized as a market leader by
Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact
supports over 6 billion interactions per year for enterprise,
midmarket, government organizations and business process
outsourcers (BPOs) who operate in multiple divisions, locations and
global regions. To learn more, visit www.incontact.com.
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SOURCE inContact, Inc.